I am running IPCC Enterprise 7.0. ICM7.0, CAD7.0,CTIOS 7.0, CCM4.1(3)
When I go into Desktop Admin I configured the agent interface to include the Outbound Option toolbar.I also checked the check box next to the direct preview mode. Everything look ok, but all the Cisco Agent Desktop's Outbound Option toolbar is greyed out.
After couple of hours after posting this question i figured it out. The issue is with the BA.... ECC variables which i did not configure in CAD admin. This information is avilable in user manual under configuring outbound.
Click Locations-> Call Center 1 -> Enterprise Data Configuration -> Enterprise
Data. Now you able to Click Hammer and Screwdriver icon on the upper-left menu bar.
(before this would have been greyed out). Add a Device (and type) for each agent that is
equal to the Agent-DN (see discussion in
CSCsa95194 for VRU port)
It reads that Cisco ICM/IP Contact Center
Enterprise Edition Release 6.0(0) Outbound Option Setup and Configuration Guide in Chapter 6 did not contain specific instructions on how to add the buttons that are used as part of the PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED OutboundControl variables. These buttons include Accept, Skip, and Reject.
So to "Associating Task Buttons with the Outbound Option Controls":
Click Locations-> Call Center 1-> Desktop Configuration -> Work Flow Groups ->
Agents -> default -> User Interface. Click the Toolbar tab. Choose Task3, Task4,
etc... for implementation of Accept, Reject, or Skip buttons.
- Click Visible.
- Change Hint Text to Accept, Reject, or Skip.
- Customize the icon to represent Accept, Reject, or Skip action.
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